Commercial Group, the Cheltenham-based national provider of IT, document and print management solutions, is upgrading its service management capability by switching to 2serv, the market-leading service management system from Purpose Software. 2serv will enable the organisation to broaden its MPS offering by providing greater control of the toner management process and provide a future-proofed platform to drive further growth and operational efficiency across the business.
According to Steve Harrison, MPS Operations Manager at the Commercial Group: “We are switching to 2serv as it is better suited to meet our business and workflow process requirements moving forward. It will enable us to automate and centralise more business functions and provide instant access to real-time data. This will empower our business teams to enhance service delivery and profitability.”
Key to making the decision to replace the organisation’s previous service management system was the fact that 2serv is tightly integrated with toner outsourcing suppliers such as Westcoast. The software supports Commercial Group’s strategy of moving away from maintaining costly warehouse stocks and will significantly reduce the administrative workload by eliminating the need for the individual transactions required by the old system which could take 3-4 minutes for every order. This will free up staff to handle more productive customer-facing tasks.
To extend the functionality of the system, Commercial Group is installing 2roam, a mobile application that empowers field service engineers strategically located across the UK to access and update 2serv using tablets, smartphones and other mobile devices. 2web is also being deployed to provide a web portal that allows customers to log new service calls, update jobs and track the progress of outstanding jobs using any standard web-browser.